Help Desk Technician

Full-time onsite Help Desk Technician role for managed IT services, supporting end users and assisting with dispatch when needed.

Responsibilities

• Answer incoming phone calls, gather relevant details, and enter requests into the ticket system.
• Set expectations with customers on follow-up timeframes for ticket updates.
• Deliver phone and email support for basic customer questions.
• Act as the first point of contact for end-user system and application support.
• Identify, research, troubleshoot, and resolve hardware, networking, and software issues.
• Coordinate with SNS team members, clients, and vendors for both new and existing technology solutions.
• Escalate issues to higher-level technical team members as appropriate.
• Provide onsite dispatch support to client locations when required.
• Use existing documentation, online references, and ticket history to solve technical problems.
• Maintain up-to-date documentation.
• Use Managed Service Provider software utilities to handle tickets and support the client environment.
• Build subject matter expertise in Managed Service Provider software solutions.
• Securely access and manage customer data during procedures, safeguarding information and maintaining confidentiality.
• Partner with Help Desk and Systems Admin staff to ensure tickets are addressed and assigned.
• Communicate technical issues and resolution plans clearly and confidently.
• Serve as a client advocate by coordinating technical needs, client personnel, and vendors to support implementations and troubleshooting.
• Continuously learn, share knowledge, and suggest improvements to increase team effectiveness and efficiency.
• Support delivery of client technology training.
• Stay current with modern technologies and solutions.

Requirements

• Onsite role performed during business hours in the Bluffton office.
• Ability and willingness to travel to client locations as needed.
• Ability to analyze technical and network diagrams and specifications.
• 2+ years’ experience with computer hardware and software.
• 2+ years’ experience in a professional service help desk environment with networking technology knowledge and troubleshooting procedures.
• Experience supporting desktop hardware, software applications, printing, anti-virus, anti-malware, current versions of Microsoft Windows, Microsoft Office, Microsoft 365, Azure, Exchange, and Exchange Online.
• Some exposure to network switching, firewall platforms, and backup platforms.
• CompTIA and/or A+ certification is a plus.
• Calm demeanor.
• Ability to communicate with end users by phone and email; can communicate with technical and non-technical stakeholders and defuse difficult situations.
• Customer-focused mindset and ability to collaborate with internal and external customers across varied industries and technical backgrounds.
• Results-driven approach with high-quality, timely technical solutions.
• Excellent written and verbal communication, strong attention to detail, and critical/analytical thinking.
• Strong prioritization skills and ability to manage multiple tasks and projects.
• Solid communication skills interacting with associates, senior management, and/or vendors.
• Ability to make decisions and recommendations.
• Aptitude to influence, build partnerships, and set priorities.
• Willingness to work outside normal business hours, including on-call after hours and weekends.
• Reliable transportation and a clean driving record.
• Comfort working with a sense of urgency; self-driven and reliable.

Technologies

• Microsoft Windows
• Microsoft Windows Server
• Microsoft Office
• Microsoft 365
• Azure
• Exchange
• Exchange Online
• anti-virus
• anti-malware
• network switching
• firewall platforms
• backup platforms
• Managed Service Provider software utilities

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Job Details

• Location: Bluffton, SC (onsite)
• Job type: Full-time
• Pay: $40,000.00 - $55,000.00 per year
• Work location: In person
• Ability to commute: Bluffton, SC 29910 (Preferred)
• Experience: Windows 2 years (Required); Microsoft Windows Server 1 year (Preferred); Microsoft Office 1 year (Preferred)